Customer Support Representative, Level 1

Singapore Post•Miami, WV

About The Position

The Customer Support Representative is at the frontline of our customer support team, providing professional engagement with Simpro Group customers, and internal stakeholders. Efficiently manage and prioritize a high volume ticket workstream via live phone and chat (and occasional case work to meet business needs) and collaborate with customers to identify and resolve software-related issues, providing timely and effective solutions. Ensure first contact response and resolution for non-complex customer queries is within defined targets. Serve as the first point of escalation for CSRs, providing guidance, assist in handling more complex customer cases and, identifying opportunities to enhance the software, contributing to its improvement. Take on more challenging cases from CSRs, quickly investigate, troubleshoot, and test customer issues to accurately reproduce problems, create and update case documents based on information identified during troubleshooting, and initiate JIRA tickets into Tier 2 as needed. Uphold high customer service standards by ensuring that each interaction is customer-centric, empathetic and aims to exceed customer expectations by striving to provide a positive and memorable customer experience in every interaction. Quickly investigate, troubleshoot, and test customer issues to accurately reproduce problems, facilitating problem resolution. Create and update case documents based on the information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions. Proactively identify technical issues with the software and accurately report them through our internal escalation channels, ensuring that our technical teams receive the necessary information to address and resolve these issues promptly. Provides solutions to atypical problems based on precedent or proven practices/procedures; recommends changes to improve efficiency Gathers information to identify and solve problems that arise with little or no precedent; defines and recommends process improvements Occasionally engages in system issues or escalated situations Occasionally acts as an informal resource for team members with less experience This job description is not an exhaustive list of duties and may be modified at the discretion of Simpro Group.

Requirements

Excellent customer service, communication and relationship building skills
A polite and friendly telephone manner
A self-starter with a demonstrated ability to use own initiative
An eagerness and enthusiasm to learn, along with the ability to learn quickly
Excellent time management and organizational skills
Strong problem solving, trouble shooting and questioning skills
Upbeat and proactive can-do attitude
A good understanding or insight into trades industries is highly desirable.
A solid understanding of cloud-based technologies and systems
Committed to expanding knowledge in application supported, understands large-scale impact of configurations.
Able to troubleshoot moderately complex problems and explain the "why".
Is able to effectively identify and document inconsistency in application behaviour
Ability to cross trains in secondary module and demonstrate basic understanding and troubleshooting skills.
Has become agile in learning on the fly in our fast-paced environment
Actively edits, updates, and creates knowledge base articles
Requires specialized skills or proficiency in a range of work procedures or processes
Up to 2 years of related experience in a similar role or high volume contact centre environment

Nice To Haves

A good understanding or insight into trades industries is highly desirable.

Responsibilities

Efficiently manage and prioritize a high volume ticket workstream via live phone and chat (and occasional case work to meet business needs) and collaborate with customers to identify and resolve software-related issues, providing timely and effective solutions.
Ensure first contact response and resolution for non-complex customer queries is within defined targets.
Serve as the first point of escalation for CSRs, providing guidance, assist in handling more complex customer cases and, identifying opportunities to enhance the software, contributing to its improvement.
Take on more challenging cases from CSRs, quickly investigate, troubleshoot, and test customer issues to accurately reproduce problems, create and update case documents based on information identified during troubleshooting, and initiate JIRA tickets into Tier 2 as needed.
Uphold high customer service standards by ensuring that each interaction is customer-centric, empathetic and aims to exceed customer expectations by striving to provide a positive and memorable customer experience in every interaction.
Quickly investigate, troubleshoot, and test customer issues to accurately reproduce problems, facilitating problem resolution.
Create and update case documents based on the information identified during troubleshooting, maintaining thorough records of customer interactions and issue resolutions.
Proactively identify technical issues with the software and accurately report them through our internal escalation channels, ensuring that our technical teams receive the necessary information to address and resolve these issues promptly.
Provides solutions to atypical problems based on precedent or proven practices/procedures; recommends changes to improve efficiency
Gathers information to identify and solve problems that arise with little or no precedent; defines and recommends process improvements
Occasionally engages in system issues or escalated situations
Occasionally acts as an informal resource for team members with less experience

Benefits

Responsible Time Off
Comprehensive medical, dental, vision package with 100% employer paid options
Additional benefits including Health Savings Account; Flexible Spending Account; Critical Illness Insurance; Hospital Insurance; Accident Insurance; Life Insurance and AD&D; and Disability Insurance available to purchase.
Wellness Challenge App, Diabetes Prevention App, and Health Hub App
401k/Retirement Plan with 6% employer match
Generous Parental Leave Program
Paid Volunteer Leave Days
Public Holiday Exchange Scheme
Enjoy up to 4 weeks a year of flexible 'Work from Anywhere'!
Talent Referral Program – get rewarded for referring a friend to join our team!
Diverse training & internal networking opportunities across all of our product lines
Opportunities for career progression and development
Service recognition awards